Contents

CIC Client Button Configuration

Use this page to configure the behavior and appearance of a button in the CIC clients. Custom buttons can appear on queue control toolbars and interaction form toolbar. You can configure a custom button to apply to an "interaction type" which causes a queue-based custom button to be enabled only when one of the correct interaction types is selected in the queue view.

Users need the appropriate Client Buttons: View Access Control right to see all or selected custom buttons in the CIC client.

Although custom buttons can appear in Interaction Desktop, Interaction Connect, and the PureConnect for Salesforce integration, be aware of the following:

You can optionally display custom buttons on the appropriate interaction form toolbars (for email, chat, call, and so on) only in Interaction Desktop.
Custom buttons that launch a local application work only in Interaction Desktop.
Custom buttons that invoke an add-in work only in Interaction Connect.
Custom buttons that invoke a handler work only in Interaction Desktop.
Custom buttons that open a URL work only in Interaction Desktop and the PureConnect for Salesforce integration.

Active

Select this check box to enable this custom button in the CIC clients.

Text

This is the button name you entered when starting to create the custom button. It is used as a label in Interaction Desktop and Interaction Connect.

Description

Enter a description of this CIC client button. This description is used as a tool tip text when CIC client users mouse-over the button.

Icon

You may select an icon to display on the button. Click Change Icon to open a file browser to search for a *.ico file.

Availability section

Use the options in this section to define where the custom button is located and when it is enabled.

Enabled

Select when the button is enabled.

The default option is Always. Always makes the custom button available in a selected interaction's right-click context menu.

If you select Always, you can optionally select Deactivate after one use per logon.

Interaction Selected or Active Interaction Selected options affect only the queue tool bar. This is because an interaction form represents only one interaction, which is assumed to be the selected interaction, and Interaction Desktop interaction forms cannot be shown for inactive interactions. An active interaction is any interaction that is not in the disconnected state.

If you select either of these options, you can optionally select Deactivate after one use per interaction.

Location

Select where the button should appear from the pull-down menu. The options are Queue (queue toolbar), Interaction Form, or Both.

Note: This setting is ignored by Interaction Connect. Interaction Connect does not have interaction forms with buttons. Custom buttons automatically show up on Queue views for all CIC clients.

Interaction Types

Select the check box for each interaction type for which the button should be enabled. Select "All" if the button should be enabled for every interaction (depending on the option chosen for the Enabled setting).

Note: Setting Enabled to Always automatically selects All for Interaction Types and selects and disables the check boxes for every interaction type.

In Interaction Desktop, if only certain interaction types are selected, the button is available only on those interaction type forms (if the Location is set to "Interaction Form" or "Both"), and it is enabled only when an interaction of the selected types is in the queue (depending on the Enabled and Location settings).

Deactivate after one use per logon

Select this check box is you wish the button to disable or be grayed out after the first-time use per session.

Action section

Use the options in this section to define what action happens when the custom button is clicked.

Handler Notification

Select this option to send a notification to launch a custom handler. This option passes to the handler the interaction ID of the selected interaction (if any), the ID of the user that pressed the button, and the station from where the request was made. The handler then performs whatever action is required as customized.

Add-In Notification

Select this option to notify add-ins that are installed on the web server. This option passes to the add-in the interaction ID of the selected interaction (if any), the ID of the user who pressed the button, the station from where the request was made, and the queue ID and type if the button was pressed from a queue view. The add-in then performs whatever action is required as customized.

Note: Custom buttons for add-ins are available only for Interaction Connect.

Launch Application

If you select Launch Application, the blind path to the executable application (*.exe) must be defined. Enter the path relative to the local CIC Client workstation (e.g., C:\Program Files\Interactive Intelligence\application.exe), or enter a UNC path (e.g., \\hydra\icapplications\application.exe).

Note: Custom buttons for launching applications are available only in Interaction Desktop.

When launching an application, you can use the following command line parameters:

Button ID
Interaction ID
Username
Station

Code Example:

Process customApp = new Process();

customApp.StartInfo.FileName = _CustomButton.LocalApplication;

// Use quotes in command string to allow for names with spaces

customApp.StartInfo.Arguments =

String.Format("\"/BUTTON={0}\" \"/OBJECT={1}\" \"/USER={2}\" \"/STATION={3}\"",

ShellEscape(_CustomButton.Id),

interactionId,

ShellEscape(userName),

ShellEscape(stationName));

Open URL

When an agent clicks this custom button, it opens the URL in a separate browser window.

Click the Plus button to insert an interaction attribute into the URL. For example, this could be used to pass an interaction ID to a CRM.

Note: This does not support launching or running an application. Other than the URL, it does not support any other strings.

User Notification

Select this check box to display a toast to the user indicating that the custom button was clicked.